Ian Dilks, Chair, NHS Resolution
Rob Behrens CBE, Parliamentary and Health Service Ombudsman
Dr Caroline Fryar, Head of Advisory Services, Medical Defence Union
Laura Yearsley, Deputy Director of Policy, NHS Resolution
Suzette Woodward, Consultant, Department for Health and Social Care
Chris Noble, Area Manager (South West Region), seAp Advocacy
Desa Rado, GP, NHS
“Too often people involved in complaints, incidents and claims are not supported, and instead they potentially face disciplinary processes which can lead to a culture of fear of speaking out” NHS Resolution, 2019
Westminster Insight’s half-day forum will explore how changing the culture, approach and ideology of NHS complaints can help to cultivate improvement across services.
Hear from experienced leaders in complaints, including Rob Behrens CBE, Parliamentary and Health Service Ombudsman, and NHS Resolution, as they’ll offer expert advice on patient engagement and how organisations can benefit from getting it right, first time.
Understanding how to support NHS employees through the complaints process, you’ll gain actionable strategies that can improve organisational development and achieve increased patient satisfaction. You will hear from NHS trusts on deescalating conflict and disputes, as well as valuing patients’ voices and enhancing early resolution.
Exploring ongoing issues with the NHS Complaints process including reimbursement, compensation and cross organisational complaints, you’ll understand what is required to create excellent leaders who can handle and navigate complex complaints.
Don't miss out on this opportunity to join colleagues from across the NHS who are working to improve organisational structures, complaints handling and patient experience.